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Patient Care Coordinator

2 months ago

Cleveland, Ohio, United States Cleveland Clinic Full time
Join the Cleveland Clinic Family

Become a vital part of the Cleveland Clinic team, where you will collaborate with dedicated professionals to deliver patient-centered healthcare. Cleveland Clinic is recognized as one of the leading healthcare institutions in the nation.

As a Patient Service Specialist at Cleveland Clinic's Lyndhurst Family Physicians, you will be responsible for delivering comprehensive, proactive, and 'Patient First' customer service to our patients and visitors.

Your role will involve managing a diverse range of patient inquiries, including appointment scheduling, patient registration, wayfinding, and addressing general questions.

It is essential for our Patient Service Specialists to create positive first impressions for patients and visitors, ensuring exceptional and efficient patient experiences while minimizing financial loss and maintaining compliance.


The ideal candidate will:
  • Exhibit a strong work ethic.
  • Thrive in a collaborative environment.
  • Demonstrate professionalism, compassion, and helpfulness.
  • Possess excellent customer service, communication, and critical thinking abilities.

This position is an excellent opportunity for individuals passionate about promoting health and wellness while enhancing their customer service skills.

At Cleveland Clinic, we prioritize what matters most. We treat our caregivers like family and continuously seek ways to support you.


What We Offer:

Resources for personal and professional growth, a fulfilling career path, and comprehensive benefits that support your health, well-being, and future.

Joining Cleveland Clinic means becoming part of a supportive caregiver community united by shared values and a commitment to providing exceptional care.


Key Responsibilities:
  • Professionally investigate, triage, and resolve patient concerns using the established HEART Model, ensuring an outstanding patient experience.
  • Create a welcoming and professional atmosphere for patients and visitors by demonstrating exceptional customer service based on Cleveland Clinic's START with Heart model.
  • Proactively manage the needs of patients and visitors in waiting areas, seeking opportunities to engage with patients by greeting them appropriately, resolving issues, and providing service recovery.
  • Conduct patient registration, pre-visit activities, insurance verification, scheduling, and arrival/departure desk tasks according to established standards, ensuring accuracy and an excellent patient experience.

Point of Service Activities:
  • Prepare for visits, collect co-pays, and track patient records to ensure accuracy and an outstanding experience.
  • Facilitate billing functions while meeting compliance and organizational quality standards.
  • Maintain confidential and accurate patient information, including insurance and billing details.
  • Encourage patient use of front-end technology, providing guidance and hands-on training.
  • Support the understanding and comfort level of caregivers and providers with front-end technology.
  • Assist patients in utilizing MyChart and Appointment Pass to enhance their experience.
  • Manage daily workflow and participate in process improvement initiatives.
  • Perform telephone triage, adhering to standards of etiquette and service.
  • Collaborate effectively with clinical staff, including providers and nurses.
  • Support compliance with policies and procedures.
  • Engage in patient outreach activities to promote health maintenance and care compliance.

Education and Experience:

A High School Diploma or GED is required. A minimum of two years of experience in patient registration, appointment scheduling, insurance processing, or customer service is preferred. An Associate's Degree may substitute for one year of experience, while a Bachelor's Degree may substitute for the experience requirement.


Physical Requirements:

Ability to operate a PC and other office equipment, with extended periods of standing, walking, or sitting. Good visual acuity is required, and the ability to navigate various locations in a fast-paced environment is essential. Candidates must be able to lift and transport up to 25 pounds.


Personal Protective Equipment:

Adhere to standard precautions and use personal protective equipment as required.

Salaries reflected on independent job search websites may vary and do not represent information obtained directly from Cleveland Clinic.

We value each candidate and encourage discussions regarding salary specifics during the application and hiring process.